Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Sheffield Hallam University
10005790
City Campus
Sheffield
S11WB
UK
E-mail: strategicprocurement@shu.ac.uk
NUTS: UKE32
Internet address(es)
Main address: https://www.shu.ac.uk/
I.4) Type of the contracting authority
Other: Body governed by public law
I.5) Main activity
Education
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Purchasing of Telephony Services for University Clearing Days
Reference number: 2526-14-DTS-JM
II.1.2) Main CPV code
64200000
II.1.3) Type of contract
Services
II.1.4) Short description
Provision of a hosted contact centre and telephony solution to support the University's student recruitment and enquiry handling activities, particularly during peak Clearing periods. The service includes cloud-based contact centre functionality, automated call distribution, IVR call routing, workflow automation, and integration with Microsoft Teams and the University's existing telephony systems.
The contract also covers ongoing support and maintenance, service availability management, analytics and reporting, and professional services to support configuration, optimisation, and training. The solution enables the University to manage high volumes of inbound and outbound calls efficiently and reliably during critical recruitment periods.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
251 929.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKC
UKD
UKE
UKF
UKG
UKH
UKI
UKJ
UKK
II.2.4) Description of the procurement
Provision of a hosted contact centre and telephony service to support the University's student recruitment and enquiry handling activities, including high-volume call handling during Clearing periods. The service comprises cloud-based contact centre software, automated call distribution, IVR call routing, workflow automation, and integration with Microsoft Teams and the University's existing telephony infrastructure.
The contract includes the supply of concurrent agent licences, SIP telephony channels, inclusive call minutes, and associated hosting services, together with ongoing support and maintenance, service availability management, analytics and reporting, and professional services for configuration, optimisation, and user training.
The service is required to provide a stable, scalable, and resilient platform capable of supporting peak demand periods and business-as-usual operations.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
The contract was awarded via an existing compliant framework agreement in accordance with the framework call-off rules. The framework provides pre-competed pricing and terms, ensuring value for money and continuity of a business-critical service.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
Section V: Award of contract
Contract No: 2526-14-DTS-JM
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
01/11/2025
V.2.2) Information about tenders
Number of tenders received: 1
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Netcall Technology Limited
02831215
Suite 203 Bedford Heights Brickhill Drive Bedford
Bedfordshire
MK41 7PH
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 251 929.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Sheffield Hallam University
Furnival Works
Sheffield
S1 4QT
UK
VI.5) Date of dispatch of this notice
07/01/2026